This article will explain how to change the price a ticket and then issue a partial refund for an online order.
Note: For partial refunds due to reducing ticket quantity or removing line items, cancelling and refunding the entire order, or for refunds on FBR, please see respective articles.
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Steps
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Screenshots
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From time to time, a customer may want to change their order by reducing the number of tickets purchased or they may require a partial refund for a promotional or customer service related matter. Partial refunds should be issued any time a ticket(s) is removed, the ticket quantity is reduced or the price of a ticket(s) requires updating.
This article covers changing the ticket price and how to handle the partial refund.
From the order details page, first update the ticket information.
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To change the ticket price (eg. a customer purchased two adult tickets but forgot to apply a promo code), select the extended price link.
Note: For registration tickets, select the registration. Change the price on the registration details page, enter the new amount and select Back to perform the refund.
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Change the price to the correct amount (eg, the customer would have received $2 off per ticket) and select ok.
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Select OK at the prompt.
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You will be prompted to regenerate barcodes. This is not required, however may be useful if you want to reflect the change in ticket price on the ticket and re-send to the customer.
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You will note that the order total has been updated and the amount owed back to the customer shows as a negative balance due.
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To refund the customer, first go to make payment.
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Select Payment Type: Refund (decreases payment total).
Select Refund Type: cash (as this was the original payment type in our example).
Note: While refunding to the same type is generally best, there may be special scenarios in which you want to refund to a different payment type (i.e. refund a credit card payment with cash). Examples may be a credit card that has been lost or stolen or refunds past your gateway’s time limit.
Enter the amount due (see balance due below).
Hit submit
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Select OK at the prompt.
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You will see that the refund has been applied and the balance due is now $0.
Note: If you wish to send the purchaser an email indicating this refund has been made, you may select the notify email button and then select yes at the prompt.
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Select Back to Order Detail
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You can now see that an Order Note indicates the change in tickets and the refund has been completed.
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